Karim Ismail

Back Office Team LeadFull Time

• Job Details:• Lead the back office team in responding to the customers’ inquiries through 3 different channels. • Monitor daily workflow and ensure that the correct procedures are followed. • Identify systems and workflow improvements that enhance the team. • Coaches and guides the team members. • Assist the back office manager. • Give detailed statistical feedback on the performance of team members to the management for staff evaluation. • Explains and communicate KPIs / performance measuring parameters for team members. • Give technical assistance to agents from his/her team and from other teams if required. • Ensure adherence to laid down operational metrics and client determined SLAs for self and team members. • Perform new hires post-training to determine readiness.

Senior Back Office SpecialistFull Time

• Job Details:• Train the new back office members for the different working channels. • Monitor daily workflow and ensure that the correct producers are followed. • Act as a team leader for the activation team which reasonable for activating the new restaurants on Wssel system using (SalesForce Tool) for six months. • Give technical assistance to agents from his/her team and from other teams if required. • Give daily detailed statistical feedback on the performance of team members to the management. • Coaches and guide the team members.

Back Office SpecialistFull Time

• Job Details:• Handling customers' inquiries over the ticketing system (Fresh Desk Tool). • Handling the billing Q (invoices inquiries and issues). • Handling the menu Q (menu editor). • Assist the back office supervisor and manager. • Support the back office agents as an SME.